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CUSTOMER EXPERIENCEGetting it Right and Making it Count
@elnomaiden André Cavero - Interbank
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Our first question today should be:
What is Customer Experience?
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Customer Experience (CX) is the sum of all the experiences that a client has with a supplier of goods &/or services, during their entire relationship.
Is not the same as “UX” or User Experience
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Improve your Service
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Use your social networks to get as much Feedback as you can
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Deliver personalized experiences
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*The Financial Brand - Cisco
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Focus on your multichannel strategy
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Start with market segmentation and then choose the perfect channel for everyone
The engagement will certainly raise
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Innovate
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Design Thinking
Gamification
Lean Model for projects
Learn from people
Find Patterns
Design Principles
Make Tangible
Iterate Relentlessly
Know your players
Find the motivation
Game Elements
Game Mechanics
Create the system
Create your Canvas
Make your MVP
Pivot
Split Test Experiments
Create . Measure . Learn
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Some numbers about CX
• (2011) Customer Experience Impact Report conducted by Harris Interactive (2012) Oracle White Paper “Seven Power Lessons for Customer Experience Leaders”
60% higher profits are reported by companies that prioritize the customer experience.
of customers will take their business to a competitor following a poor customer experience.89%
After a poor customer experience, more than posted negative complaints on social media. 26%
of customers are willing to pay more for a good or service if the customer experience is outstanding.60%
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The biggest risk is not take any risk... In a world that is changing really quick, the
only strategy that is guaranteed to fail is not
take risks. Mark ZukerbergFacebook